Complaints
This profile includes complaints for Hyatt Hotels Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,023 total complaints in the last 3 years.
- 441 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/25/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
During my recent stay at Hyatt ****************** on September 23, I was approached by representatives of ************************* (also known as Playa Collection). I was coerced into signing a contract for their services under misleading and high-pressure sales tactics. I later discovered that this company is not licensed to operate as a travel or timeshare business, according to the ********************************************************** (DBPR).************************* is registered on ******, but this does not mean they are licensed to conduct business. Furthermore, they do not pay taxes in ***************, *******, where they claim to be based. They are also not bonded or authorized by any regulatory body. Despite multiple requests, they have refused to refund my $3,375 deposit, even though their business is fraudulent.Hyatt Hotels Corporation is complicit in this activity by allowing ************************* to operate on its premises without proper vetting. Hyatts negligence in hosting an unlicensed and fraudulent company has caused me significant financial loss and emotional stress. ************************* also has an F rating on the BBB, further indicating its unethical practices.What do you want the business to do to resolve your complaint?I am seeking the immediate refund of my $3,375 deposit from ************************* and an acknowledgment of responsibility from Hyatt Hotels Corporation for failing to properly vet third-party vendors operating on their property. Additionally, I request that Hyatt Hotels Corporation terminate any future relationships with fraudulent businesses to protect their guests.
Business Response
Date: 12/08/2024
The guest's concerns were escalated to the executive management of the appropriate team to address. They have advised that the guest was contacted, and a resolution was offered.Customer Answer
Date: 12/09/2024
Complaint: 22603049
I am rejecting this response because:Subject: Reject Business Response for Complaint ID ********
Thank you for escalating my concerns to Hyatts executive management. However, I am deeply dissatisfied with the resolution provided, as it fails to address the significant harm I experienced or offer appropriate accountability and compensation.
1.What Resolution Was Offered?
Hyatts response does not clarify what resolution was provided to me, and no meaningful compensation has been offered for the financial, emotional, and physical toll this situation has caused. Specifically:
What resolution justifies requiring me to give up my First Amendment rights by signing a non-disclosure agreement (NDA)?
What resolution acknowledges the substantial amount of money I paid for my family vacation, during which I was scammed and left more stressed than when I arrived?
**** Compensation for My Ruined Vacation or a complete refund of my $3,920 to ************************* a fraudulent company operating on your premises without signing a NDA order.
Despite my vacation being ruined by a fraudulent company operating on Hyatts premises, I have not been offered:
A refund for my stay or even a portion of the money I spent to visit the property.
A discount or credit toward a future stay as compensation for the distress and inconvenience caused.
3.Hyatts Failure to Take Accountability
Hyatt has failed to take accountability for allowing ************************* to operate on its premises. Guests like myself trusted Hyatts reputation and brand, only to be defrauded by a company that was not properly vetted. The lack of oversight and responsibility for protecting your guests is unacceptable and does not align with Hyatts stated commitment to customer satisfaction.
**** Expectations for Resolution
Hyatt must take responsibility for this situation and provide a resolution that reflects the harm caused. I request:Full REFUND from ************************* without signing a NDA order
A full refund for the vacation I paid for, or at least half of the total costs incurred.
A public acknowledgment of Hyatts accountability in allowing fraudulent activities on its premises and assurance that measures will be taken to prevent future incidents.
In conclusion, I remain dissatisfied with the vague and incomplete response provided by Hyatt. My experience was not only financially damaging but also emotionally distressing. Hyatt must take meaningful steps to resolve this matter, and I urge your team to reconsider your approach to ensure accountability and guest satisfaction.
Sincerely,
***** ********Business Response
Date: 12/17/2024
The guest's concerns were escalated to the executive management of the appropriate team to address. They have advised that the guest was contacted, and resolution was found.Customer Answer
Date: 12/18/2024
Complaint: 22603049
I am rejecting this response because:
Subject: Response to Hyatt Hotels Corp. Complaint via BBB
Dear [Hyatt ********** Representative/BBB Representative],
Thank you for the response regarding my complaint. However, I must emphasize that the matter remains unresolved, and I cannot accept Hyatts current position as a satisfactory resolution.
To reiterate, my experience at Hyatt Zilara **** **** was nothing short of distressing. Instead of relaxation, my vacation turned into a nightmare when I was scammed by *************************, operating on Hyatts premises. Since September 20, I have been fighting tirelessly to recover my hard-earned money, only to face additional stress, heightened anxiety, and emotional exhaustion.
What makes this situation even more unacceptable is that, in order to receive my refund, I was forced to sign a Non-Disclosure Agreement (NDA). This NDA was clearly intended to silence me and prevent me from speaking about the unethical and fraudulent practices I endured. Let me be clear: this is not a resolution but an insult. It is unethical to compel a consumer into silence simply to reclaim what was rightfully theirs, especially after months of hardship.
Further, since this issue began, I have yet to receive a formal apology from Hyatt acknowledging the stress, inconvenience, and emotional toll I have endured due to ************************** actions on Hyatts premises. Hyatts failure to properly vet and oversee third-party vendors has resulted in my being defrauded, and I hold Hyatt partially accountable for this experience.
As a global hospitality leader, Hyatt should do better. I believe I deserve the following as part of a fair and just resolution:
1.A formal apology acknowledging the undue stress and hardship this ordeal has caused me.
2.Compensation in the form of reimbursement for the vacation costs I paid, or at the very least, a complimentary vacation to make up for the time, money, and emotional well-being lost during this experience.
It is an absolute disgrace that Hyatt allowed an entity like ************************* white-collar thieves to operate on its premises. Hyatts reputation for trust, quality, and guest care has been seriously compromised, and I expect Hyatt to take responsibility.
I look forward to Hyatts formal response and a resolution that truly reflects the standards of a global hospitality brand.
Sincerely,
***** ********Initial Complaint
Date:11/24/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We stayed at the Sunscape Curacao, August *****, 2024. We booked the ******** Premium Deluxe Ocean Front Double. The ******** breached our prepaid contract. ******** explained that it would be 2 days, before the room category that we prepaid for, would be available. No other options were provided to us. Our room category was downgraded, we spent hours sitting, waiting, and walking around seeking to find a suitable room. Due to exhaustion, we finally accepted a room on the third floor, no elevators, an obstructed view, and a broken lock on balcony door, only to discover that the air conditioner was inoperable. ********'s solution was to provide us with a fan, some water, champagne, and treats. They attempted to call it an isolated experience. This may have been plausible, if we were not meeting family there, and their ******** Premium Deluxe Ocean Front room was not available for 2 days, however they had air conditioning. We were delayed 2 1/2 days, thats 33.3% of our vacation, to actually receive the room category that we prepaid for, so that we could start our vacation, while living out of our suitcases, stressed out, unable to sleep at night, light headed from the heat, and humidity, sleeping with wet towels across our body, only to wake up fatigued, trying to prepare for the day in the heat, sweating, couldnt open drapes for sunshine, because we didnt want to pass out. This was unacceptable, and seemed to be a common practice, room bait and switch. This was a major health risk, especially given only two areas (******** Office, & 1 Restaurant) seemed to have air conditioning). We were left with no options for respite from the heat, and humidity. The offer of a price difference of room category in the amount of ***** per person was unacceptable. The overall stressful process was physically, and emotionally draining, and negatively impacted our overall vacation experience, more than just a room category.Business Response
Date: 12/04/2024
Guest has been contacted by the hotel and compensation was given.Initial Complaint
Date:11/24/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I along with immediate family and extended family visited Hyatt Ziva Los cabos in June 2022 to celebrate my wifes 30th birthday. In the room while I was sitting a piece from the ceiling fan fell and hit my shoulder, its was very heavy and i have to take so many painkillers and it spoiled our entire vacation. They want me sign some papers I believe to make sure I dont sue them in ***. They waived my booking and offered this attached certificate for future stay and no one is responding when I was trying to use it. I want them to apologize and gave the resort credit to use for the stay instead of this certificate as I cant email them again and again and then wait for their responseBusiness Response
Date: 12/04/2024
Guest has been contacted, and a resolution has been found.Initial Complaint
Date:11/22/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 10/7/24 I paid for a flight/hotel package through Expedia for 11/8-11/11. On the day of the outbound flight, United canceled the flight due to snow in ******. I called Expedia and we changed the flight to the next day, 11/9, and Expedia called The Hyatt Place at ******************** to let them know that my flight was canceled. It was stated to Hyatt that I would still be arriving, just a day later, and was okay with still having to pay for the missed day. The staff at Hyatt confirmed the next day arrival and said they noted it on the account. When arriving in ************ I called the Hyatt to request shuttle service. The individual working the front desk that evening asked if I had a reservation, because she did not have any rooms available. Once getting my name, she stated that reservation was canceled. I let her know the situation and she said, It doesnt matter if you call the third party and get it fixed, I dont have a room anyways! and then hung up on me. I called Expedia and they called the hotel on my behalf. The Hyatt stated the same thing to ******* that they had no rooms, but also said this was day crews fault and they didnt talk to night crew. At this point I had to attempt to reserve at a different location and I requested a refund from Hyatt, because I did cancel my reservation stay at Hyatt, they canceled my stay. Hyatt has since refused any type refund due to their no cancellation policy. The fact of the matter is I did not cancel it, they did. So how does a business reserve the right to cancel a service and keep all payments that were intended for that service?Business Response
Date: 12/01/2024
Guest has been contacted and resolution found.Customer Answer
Date: 12/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *******Initial Complaint
Date:11/21/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I booked a room for a 1 night stay at Hyatt ************************** on 11.9.24-11.10.24. We arrived later in the evening and had some trouble getting into room because the hotel was under my name & rewards acct. *********L Once we straightened that out my wife was told she needed to pay an additional fee for our small yorkie dog. I called and spoke to the people at front desk since I booked. I went through the website and the path to book shared nothing about an additional fee of $75 plus tax. I explained how I clicked through to book it and the fee was never shared. I booked becasue we were bringing the dog and knew the hotel was pet friendly. The woman I spoke with was not helpful at all I asked to get a call back from the manager above her and I never received a call. I also emailed him and shared the SCREEN SHOTS where I documented my path to book. I emailed ************************************* I am not alright with this fee not being transparent and just hitting us with it when we had no other means to change our reservation. I don't believe this is a fair practice. I am attaching the screen shots and email I sent. Please help.Business Response
Date: 11/29/2024
Guest's concerns have been escalated to the appropriate management team who has been in touch
with the guestCustomer Answer
Date: 12/02/2024
Complaint: 22587703
I am rejecting this response because: I got some email from someone that clearly doesnt have a clue about my complaint and the details of it. This has been extremely frustrating to take the time and energy to clearly gather to screen shots and details and get a response that is basically like oh well there is a page that explains the fee WHICH AGAIN WAS NEVER ORESENTED TO ME IN THE **** I TOOK TO BOOK THE ROOM.
Sincerely,
**** ******Business Response
Date: 12/06/2024
Guest has been contacted and resolution foundCustomer Answer
Date: 12/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ******Initial Complaint
Date:11/21/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I started my Hotel loyalty program a few years ago because my company has a corporate price with them. My recently Hyatt closed my account without details.This led to a loss of 130k+ Hyatt points and other loyalty program rewards. (55k were bought from ********** at the cost of ****** USD) That's at least a 1.5K+ USD loss.I emailed them for a explanation but just got template reply "We able to see that your account was closed due to a violation of the World of Hyatt program ******************* and some contact info I already tried with no response in their first account close email.I am having zero trust on Hyatt. They ****** me off with solely closing my account with no reason. In **************************** their hotels one in **************** and the other in ********, ******Their behavior made me never want to stay at any Hyatt. I don't need my account back just request them to refund my points with equivalent cash.Business Response
Date: 12/01/2024
The guest has been contacted and advised that his account was closed due to violation of the World of Hyatt program terms and conditions.Initial Complaint
Date:11/20/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Dear *********** am writing to formally lodge a complaint against the Hyatt *********** regarding the involuntary closure of my account. Despite my repeated efforts to address this matter directly with Hyatt, I have been met with no response or ************* account (#*********** was unexpectedly closed on 9/26/24, and I was not provided with any explanation or supporting information regarding the closure. I have been contacting Hyatt since late September, seeking clarification and requesting a thorough investigation into the matter. However, despite multiple attempts, no responses or updates have been given by Hyatts representatives.This lack of communication is both frustrating and unacceptable, especially as my account contained over $3,000 worth of points that I had earned through significant spending and loyalty to the Hyatt brand for the past 8 years. The closure of my account without justification or the opportunity to address any alleged concerns has caused undue inconvenience and distress.I respectfully request that Hyatt *********** reactivate my account immediately and provide an explanation for its closure. If there were any specific reasons for this action, I am prepared to work collaboratively to resolve them.Please let me know how the BBB can assist in addressing this issue or facilitating a resolution. I would appreciate your intervention to ensure that Hyatt takes responsibility and provides the appropriate customer service that their loyal customers deserve.Thank you for your time and attention to this matter. I look forward to hearing back from you ********* *** ***Business Response
Date: 11/26/2024
The guest has been contacted and advised that his account was closed due to violation of the World of Hyatt program terms and conditions.Initial Complaint
Date:11/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We checked into Hyatt House on 10/22/2024. The person at check in claimed they accidentally charged a hold twice to my card but that the extra one would fall off in a few days. We have been trying to contact their accounting department for two weeks with no proper response or resolution. I want my money released and compensation for the returned payments this caused.Business Response
Date: 11/27/2024
Guest's concerns were escalated to the appropriate management team who contacted the guest to address the issue.Initial Complaint
Date:11/18/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made a booking with Hyat for a 3 night stay at ******************** from 25th - 28th of November for 2 adults. I found a much better rate at a 3rd party website and filled in the *** form and shared the pertinent details that match Hyatt's policy, including room type and cancellation policy. I get it, that the *** teams's policy is to deny everything that comes their way but their response very questionable, "I was unable to validate your submission based on vio being on ineligible websites. Hyatt has found this website proactively displays cheaper rates but rarely end up being bookable" To prove the specialist wrong I even went ahead and made the booking at *** (owned by Priceline) and confirmed the booking with the hotel front desk, but the *** team won't budge, even after I called them. Why offer a ***, if everything is going to be denied with no valid reason? Its a scam the *** program. After reaching out to the executive office, I was hoping for a call to get this resolved. All i got, 24 hours later was another email from a *** specialist, that says, "VIO" is on their list of ineligible websites (no consumer can see this, so no one can verify what makes their list), which is just another excuse to harass the consumer. The *** form asks for the rate before taxes and it was $1183.26 compared to Hyatt's $1563 and Hyatt touts that they will match the lowest rate and offer a 20% discount on that. Its a tedious process to go through all this, only for Hyatt's offline *** team to just straight up deny every claim.Business Response
Date: 11/21/2024
Guest has been contacted and resolution found.Customer Answer
Date: 11/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
********* ********Initial Complaint
Date:11/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I originally booked a hotel stay for November 16, 2024, on October 15, 2024. I then modified the booking to November 8, 2024. However, the reservation was subsequently canceled due to the hotel's cancellation policy, and I was charged the full amount for the original November 16, 2024, stay. Despite attempting to resolve the issue with the hotel, I was unable to make any progress.Business Response
Date: 11/20/2024
Guest was contacted to request additional information and advised issue was resolved.
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